Service Evolution
CGP Maintenance & Construction Services, Inc
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Top 10 Service Evolution Episodes
Goodpods has curated a list of the 10 best Service Evolution episodes, ranked by the number of listens and likes each episode have garnered from our listeners. If you are listening to Service Evolution for the first time, there's no better place to start than with one of these standout episodes. If you are a fan of the show, vote for your favorite Service Evolution episode by adding your comments to the episode page.
Mastering Influence: Your Key to Success
Service Evolution
10/06/23 • 40 min
Summary
On this episode of Service Evolution, hosts Shawn Black and Jim Robinson continue their insightful conversation on success in the service industry with the incredible Ria Story, a leading speaker, author, coach, and podcast host. In Ria’s most recent book, The Ladder of Influence, the author provides a powerfully simple five-step framework that will help you realize practical steps you can take to increase your influence and become a more effective leader. Throughout the episode, Shawn, Jim, and Ria discuss how The Ladder of Influence can be your secret weapon in navigating the complexities of human interaction, fostering meaningful connections, and excelling in leadership roles. Ria shares real-life stories and actionable tips for boosting your influence and building trust in both your personal and professional life.
Show Notes
(1:27) Introducing Ria Story
(3:21) The Ladder of Influence
(10:56) Using the Ladder of Influence to Make a Positive Impact
(14:08) Determining Your Level of Influence
(18:59) Forging Meaningful Connections Between People
(28:49) How the Ladder of Influence Prepares You for Difficult Moments
(33:45) Utilizing the Power of Influence in the Service Industry
(36:24) Ria’s Advice to Leaders in the Service Industry
(37:49) Closing Thoughts
Links
CGP Maintenance and Construction
Quotes
“It’s when the problems happen, the crisis comes up, when a client is unhappy, or when there’s a customer job that goes wrong, right? And then we choose to be proactive and rise above anger or frustration or hurt in that moment, and we choose the right response. That’s when we can increase our influence.” - Ria Story, (7:31)
“Anytime we are mad, sad, or frustrated in a situation, that’s a red flag that says, ‘I don’t have enough influence in that situation.’ Anytime you’re frustrated or mad or upset, it’s because you wanted to influence somebody to do something they don’t want to do or not do something they do want to do. So when you find that emotion there, it’s because you feel powerless in that situation.” - Ria Story, (14:27)
“Leadership is both incredibly dynamic and incredibly simple. When we define leadership as influence, that’s an incredibly simple concept. We all want influence. But leadership can also be incredibly dynamic because people are dynamic, and every single one of us is different. And that’s why it’s so important to focus on the principles and applying the principles of leadership and influence instead of the practices.” - Ria Story, (19:25)
How ISO Standards are Impacting the Global FM Industry
Service Evolution
09/24/21 • 49 min
Shownotes:
(2:53) Introducing Randy Olson & Stan Mitchell
(4:26) Stan Mitchell & His Journey To ISO Standard Development
(6:40) ProFMI and ISO
(8:50) What Are We Reading?
(15:22) How Does Someone Get Involved in Developing ISO Standards for RM?
(16:53) A Joke Gone Wrong Turns Stan Toward ISO Development
(20:38) FM is About People and so is ISO
(23:15) ISO Standards & Certification Processes
(24:34) Explaining ISO 41,000
(28:32) The Process of Standard Development
(34:33) What Do We Do With These Standards?
(40:53) Impact of ISO 41,000
(42:41) Demand for ISO Standards
(44:31) Wrap Up
Links:
Books:
Quotes:
"Don't pontificate. Go make decisions. There will be a good one, there'll be a bad one, but whatever it is, you'll learn from it and you'll make a better one the next time."
(10:11) - Stan Mitchell
"A lot of people think FM's are about building services and assets and that kind of stuff, but it's not. It ultimately is all about people."
(19:09) - Stan Mitchell
"If you have a common language across the world, across all those countries and organizations, that provides facility management services to their people... then we have, we've got a common way to move forward."
(21:21) - Randy Olson
"If it's all about people, can we create a standard about how FM affects people and how people affect our ability to deliver FM."
(25:48) - Stan Mitchell
05/19/23 • 34 min
Summary
On this episode of Service Evolution, host Shawn Black is joined by Jim Robinson, CEO of CGP Maintenence and Construction Services. Jim is also an author, speaker, certified business coach, and chairman of a nonprofit. Throughout the episode, Jim discusses how he has identified, implemented, and maintained the essential habits that have contributed to his thriving business. He dives deep into how he’s used these impactful habits to create exceptional customer experiences, enhance employee engagement, and promote business success. He provides valuable insights on habit transformation, identity-driven habits, and purposeful environment adjustment. Finally, he considers how focusing on impactful habits can revolutionize your service offerings and elevate your business.
Show Notes
(1:01) Introduction
(2:01) How Repetition Creates Impactful Habits
(7:20) Rewarding Employees for Their Habits
(9:28) Identity-Driven Habits
(11:28) Establishing a Culture that Cultivates Effective Habits
(14:47) Are Habits Tied to Purpose?
(19:16) Facing Challenges in Habit Transformation
(22:17) Technology’s Impact on Habits
(31:01) The Cheat Code to Cultivating and Sustaining Impactful Habits
Links
CGP Maintenance and Construction
Quotes
“Repetition is the creator of a skill. And so if you keep saying things and doing things long enough repetitively, they start to get traction.” - Jim Robinson, (4:10)
“The things that you want to continually grow are the things you have to repeat, repeat, repeat.” - Jim Robinson, (5:25)
“We don’t say, ‘Hey, we’re going to create a new habit for you.’ We just say that we’re going to be very, very consistent with intentionality—Here’s what we do, and here’s why we do it.” - Jim Robinson, (6:48)
“In the business side of things, there needs to be an emotional attachment to what’s being presented. I deliver content with a lot of passion. And when I start speaking in front of a group, I just get fired up, and I want to deliver. And I don’t want to stop until I see shiny eyes in the crowd. I want to make sure that people are super attentive.” - Jim Robinson, (21:02)
The True Competitive Advantage: Customer Experience with Author, Speaker David Avrin
Service Evolution
02/07/20 • 46 min
FM Evolution
Host: Shawn Black
Guest: David Avrin
Show
[00:00:47] Intro
[00:02:47] What are you Reading?
[00:04:26] David’s Book
[00:07:00] David’s Journey
[00:12:01] Speaking in March
[00:14:42] Difference between Customer Service & Experience
[00:16:21] Accounting Story
[00:20:12] How did David Begin Speaking
[00:25:20] The Last Mile
[00:30:25] Advice for when Breakdowns and Failures Happen
[00:35:37] Future Proofing your Business
[00:40:22] Handling Divided Attention
[00:45:10] Close
Quotes:
"We hear in business: Technology changes, markets will change, but people don't change. And I am here to tell you, people do change. We're changing in profound ways in terms of how we do business, how we expect to do business.” (6:11)
“I'm also bold and encouraging in terms of it's okay to talk about the great work that you do. There is no shame in getting credit for doing good work. And your good work isn't just overcoming crises. Most of your work is preventing those, celebrate that.” (9:56)
“here's the basic message: people buy from you and stay with you for one simple reason, because they want to. And the minute they don't want to, they’ll go work with somebody else because they can because the choices are vast. Everything about this is about making the people who are your prime audience, your prime customers, or clients want to do business with you and wanting to do business with you before they ever do business with you.” (23:09)
“If you screw up and then you fall on your sword and say, we screwed up. Here's what we're doing to make it right, or we weren't able to get a person there or that the part wasn't the right one. And what we have to avoid doing, and this is super important, we cannot throw our coworkers under the bus.” (30:39)
“You know, blockbuster goes out of business because we're not watching movies, no, not at all. We're just accessing them differently. So when I talk about future proofing for your business is they have to sort of put on that Swami hat or the crystal ball and say, how do we think, like how are people engaging with us today and how are they going to do it in the future?” (37:03)
Links:
https://www.visibilityinternational.com/
Why Customers Leave (and How to Win Them Back) by David Avrin
Unlocking the Power of Inclusion
Service Evolution
02/17/23 • 33 min
Summary:
On this episode of Service Evolution, host Shawn Black sits down with Jim Robinson, the CEO of CGP Maintenance and Construction Services, as well as an author, speaker, certified business coach, and chairman of a nonprofit. Throughout this episode, Shawn and Jim delve into the role of inclusion policies and practices and how team building promotes leadership development. They discuss how to establish an atmosphere of diversity in the workplace, the benefits of inclusion in the service industry, and what character traits produce effective leaders.
Unlock your true potential with us today!
Show Notes:
(1:07) Introducing Jim
(5:04) Inclusion’s Influence on Team Building
(8:03) Developing Inclusion in the Workplace
(10:18) What Makes an Inclusive Policy Good
(12:53) The Benefits of Inclusion on Leadership
(15:46) Measuring Inclusion Success
(22:22) Fostering an Inclusive Atmosphere
(24:53) Recruiting Focused on Diversity
(27:16) Individuals Who Make Effective Leaders
(31:09) Essential Inclusion Practices
Links:
CGP Maintenance and Construction Services
Quotes:
“The reality is we never had exclusionary behavior. Our core values and who we are has always been inclusive. It’s always been diverse from our offerings to who we employ and work with. It’s always been at our very core, this is who we are.” - Jim Robinson, (5:32)
“We included people that certainly were not leaders when we drafted them into the program, and we did that openly. We said, ‘We want you because we can help. We can grow. We can expand. And we can change lives.’ And that’s from inclusion.” - Jim Robinson, (13:06)
“When you serve at a high level, you’re served at a high level. When you give something, you get it. That’s the only way it happens. And when you start serving at a high level, you can’t outrun the level of serving you’re going to receive. It’s a reciprocal thing in a natural, organic way.” - Jim Robinson, (17:48)
“You have to master following. Before you can be a leader, you’re following at a mastery’s level. And if you follow really well, you’re going to be able to line up and start doing the leadership thing.” - Jim Robinson, (29:56)
Uncovering the Impact of Paid Leave Policies on Today's Workforce
Service Evolution
02/10/23 • 35 min
Summary:
On this episode of Service Evolution, host Shawn Black sits down with Jim Robinson, the CEO of CGP Maintenance and Construction Services, as well as an author, speaker, certified business coach, and chairman of a nonprofit. Throughout this episode, Shawn and Jim delve into the world of paid leave policies and explore how the great resignation of 2020 changed employers' approach to employee compensation and benefits. They discuss what businesses must consider when designing a policy to remain competitive in the job market and examine the introduction of flexible working options, government incentives for employers who provide paid leave, and potential criteria to measure the success of an organization’s implementation.
Join us for an important discussion on paid leave policies and unlock your true potential today!
Show Notes:
(1:06) Introducing Jim
(4:50) Paid Leave Policy Considerations
(6:57) Paid Leave’s Influence on the Great Resignation
(11:13) Incentives for Employers to Offer Paid Leave
(14:47) Other Forms of Compensation
(22:53) Good vs. Excellent Paid Leave Policies
(24:45) Policies That Benefit the Employee and Employer
(30:15) Monitoring Paid Leave
(31:09) Criteria for Measuring Paid Leave Implementation
(33:13) Closing Question
Links:
CGP Maintenance and Construction Services
Quotes:
“We give more than what the normal in our space is. We’ve always done it that way. We’ve always made it a little bit more interesting than what our verticals are.” - Jim Robinson, (5:31)
“The people that are in our space specifically, they hear that and they desire to come here because of the totality of the packages that they’re going to receive and the treatment they’re going to receive. They know if they’re coming here, we’re going to grow them as an individual.” - Jim Robinson, (9:42)
“When you come in to us, we tell you up front, if you’re not interested in growing, you’re in the wrong company. We really desire to help you find that next gear, that next level.” - Jim Robinson, (13:50)
Sneak Peak of RFMA2021 Podcast w/ Teresa Foster
Service Evolution
06/22/21 • 39 min
Shownotes
(0:51) Intro
(2:47) Introducing Teresa Foster
(4:24) What are you reading?
(9:13) RFMA and the pandemic
(21:26) RFMA moving forward
(24:44) Impact of technological advancements for RFMA
(28:21) Sneak Peek: RFMA
(36:07) Final thoughts and advice for FMs this year
Links
CGP Maintenance & Construction
Book Recommendations
Quotes
"When I was leaving my job, I had a lot of people ask me, 'are you crazy?' You know, you're leaving a good job, it's a pandemic, the restaurant industry has been really hit by this... I knew what I was getting into and I like a challenge. And when I accepted this position, I knew it would be a great opportunity to learn." (9:32)
"It dawned on me that these people haven't been working for a year... and it made me feel so happy that we're a part of bringing them back to work. And whether it's the people at the convention center, at the hotels, the AV company... I'm just happy that we're a part of the group that brings it back together. (15:01)
"If I'm looking forward to 2021, my advice, and this is to myself, my team, my friends, to everyone, is hanging in there and take advantage of any learning or networking opportunity you can. (36:49)
12/13/24 • 25 min
Summary
In this episode of Service Evolution, host Jim Robinson is joined by Lori Prust, owner and coach at SOAR Clarity, a company on a mission to help women recognize their worth, live in their strengths, and recognize their blind spots, leading to more joyful and focused lives. SOAR’s vision is to foster a new trend of unconventional women, helping them cultivate self-awareness while empowering them to uplift and support others in their community.
Lori shares her personal story of feeling out of alignment in her corporate job, and credits Jim as one of the catalysts who encouraged her to explore her passion further. With his mentorship and her own introspection, Lori became a life coach certified and eventually left her secure but unsatisfying corporate career. She emphasizes the importance of recognizing and nurturing one's unique strengths and talents.
Furthermore, a unique aspect of Lori’s journey is her collaboration with her daughter, Anna, in building SOAR. This mother-daughter duo combines their strengths to create a synergistic team dedicated to helping others achieve personal and professional growth. They leverage tools like the Enneagram for personal development, ensuring that their clients receive tailored coaching experiences.
Lori also touches on the role of faith in her journey, highlighting how her Christian beliefs guide her approach to coaching and business. She underscores the importance of serving others, whether it's through personal interactions or broader philanthropic efforts, aligning with her mission of giving back. Listen today!
Show Notes
(00:00) Introduction
(01:52) Lori’s Exit from the Corporate World
(04:23) Defining Moments That Encouraged Lori to Coach
(07:30) Navigating New Career Challenges
(9:31) The Role of Faith in the Creation of SOAR Clarity
(14:02) Lori’s Daughter’s Involvement in SOAR
(17:57) Lessons Lori Learned in the Corporate World
(23:49) Encouragement to Transition into Coaching
(24:47) Closing Thoughts
Links
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FAQ
How many episodes does Service Evolution have?
Service Evolution currently has 175 episodes available.
What topics does Service Evolution cover?
The podcast is about Marketing, Construction, Podcasts and Business.
What is the most popular episode on Service Evolution?
The episode title 'Taking Waste Management to the Next Level w/ Dan Studer at Zters' is the most popular.
What is the average episode length on Service Evolution?
The average episode length on Service Evolution is 32 minutes.
How often are episodes of Service Evolution released?
Episodes of Service Evolution are typically released every 7 days.
When was the first episode of Service Evolution?
The first episode of Service Evolution was released on Feb 4, 2019.
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